WEM Capabilities Consultant - Remote

The WEM Capabilities Consultant is responsible for collaborating with change leads, workforce leadership and operational business partners by evaluating and executing the work and benefit related to our WEM solution tool set - Verint WFM, Desktop Analytics, Performance Management, and Intradiem. This role will be to partner with business participants and workforce teams to oversee the product execution and governance of the solution in our operational environment within service center operations.

This individual will partner with stakeholders to develop, implement, and drive business cases from conception to delivery while ensuring readiness of all other product teams and business participants in the overall ecosystem for each targeted improvement. This position may also collaborate with system administrators of other tools to develop and refine systemic rules for the software suite.

This role is a key member of the Resource Planning & Enablement team and will report directly to the WEM Capabilities Manager. This role requires a strong understanding of business objectives, pain points, all with one goal in mind: Provide best-in-class governance strategy and support by collaborating with change management teams, reporting, and training teams in order to identify the most effective processes, tools, and communication strategy for targeted enhancements.

• Lead administration efforts launching Verint's Desktop and Process Analytics, Workforce Engagement, Work Operations Manager, Performance Management solutions, and Intradiem solutions

• Serve as Subject Matter Expert on Workforce Management technology and establish strong partnership with the vendor. Support work efforts that will elevate Northwestern Mutual to a beta-tester role to secure advanced new released of use cases that drive meaningful operating expense reductions.

• Administer plans to deliver use cases as well as key metrics for active management and governance.

• Identify and enforce key administrative activities, including establishing peer review process, designing, testing and validation of new rules/use cases, and maintaining appropriate reference and change log documentation.

• Support creation and design of rules to accomplish new uses and execute on required testing

• Effectively partner with operations teams for change management, culture change as well as compliance to the delivered/implemented solution. Monitoring of identified key performance indicators to ensure project is delivering intended benefits and that defined process is being followed

• Other Duties as Assigned

• Either Verint Administrative, Intradiem Administrative, or Intradiem Administrative experience required. Verint Desktop Process Analytics knowledge strongly preferred

• Between 5-7 years of previous Workforce Management experience, preferably within each role

• Bachelor's degree or 2-3+ years equivalent work experience

• Strong analytical, problem-solving and decision-making skills

• Proven track record for effectively driving change through strong partnerships and engagement with front-line staff, management, and customers

• Demonstrated ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels.

• Strong presenting and influencing skills. Ability to turn data into a compelling story with a call to action

• Ability to identify issues and opportunities and develop solutions with little oversight

• Ability to work with a high sense of urgency

• Ability to interpret and break down complex processes for communication to various matrix partners

• Intermediate to Advanced Excel knowledge required

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Compensation Range:

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We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups